PAMELA TOMES
Fort Myers,Florida
Summary
Adept in communication and problem resolution, I excelled at American Airlines by enhancing customer satisfaction and streamlining boarding processes. My adaptability and strong work ethic led to significant improvements in operational efficiency. Leveraging skills in Sabre and complaint handling, I consistently met employer expectations, contributing to a positive travel experience for passengers.
Overview
33
33
years of professional experience
Work History
Customer Service Agent
American Airlines
Fort Myers, FL
11.2021 - Current
- Provide assistance to customers at the ticket counter and gate.
- Resolving issues with their travel.
- Boarding flights and maintaining accuracy.
- Collaborated with other departments, such as operations, ramp, and flight crew, to safely board passengers on aircraft to resolve customer issues.
Lead Station Agent
Envoy Air
Fort Myers, Florida
01.2015 - Current
- Delivered exceptional guest relations by welcoming visitors warmly and offering immediate assistance
- Resolved customer concerns, including tracing lost, delayed and misdirected baggage
- Collaborated with team members to meet daily demands and handle challenging situations
Station Agent
American Eagle
Jacksonville, Florida
06.1999 - 01.2015
- Below the wing duties
- Operations
- Ticket sales an issuance
- Cash accountability
- Ground Security Coordinator
- ATAC
- Lead/Acting Lead
Station Agent
American Eagle Airlines
Moline, Illinois
06.1995 - 06.1999
- Conversed with customers to evaluate travel needs and preferences
- Met customer travel needs by matching services with personal preferences and requirements
- Issued and sold airline tickets using Sabre
- Cash accountability
- All below the wing responsibilities
Customer Service Agent
Simons Airlines
Chicago, IL
06.1991 - 06.1995
- Provided customer service and information to customers at the gate
- Providing seat assignments, and safely boarding, and accurately providing passenger count to the crew and operations
Education
Technical Diploma - Airline Travel and Accounting
American Institute of Commerce
Davenport, Iowa05.1991
Skills
- Communication Skills
- Listening Skills
- Time Management
- Problem Resolution
- Organizational Skills
- Strong Work Ethic
- Policies And Procedures
- Adaptability and flexibility
- Decision-making
- Customer service
- Time management
- Complaint handling
- Exemplary work ethic
- Verbal and written communication
Timeline
Customer Service Agent
American Airlines
11.2021 - Current
Lead Station Agent
Envoy Air
01.2015 - Current
Station Agent
American Eagle
06.1999 - 01.2015
Station Agent
American Eagle Airlines
06.1995 - 06.1999
Customer Service Agent
Simons Airlines
06.1991 - 06.1995
Technical Diploma - Airline Travel and Accounting
American Institute of Commerce
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